"We shouldn’t aim for perfection but simply try to offer the right travel experience to all our customers.”
“The fact that I’ve been travelling so much and in so many different circumstances has made me realise that a perfect travelling experience doesn’t exist. We shouldn’t aim for perfection but simply try to offer the right travel experience to all our customers, something that is relevant to them and comes with a human touch.
What may be interesting to me may not be interesting to you, so it’s very important to tailor the experience to every individual. In terms of customer service, we officially call it ‘service straight from the heart’, and that’s not something made up.
I haven’t known the company for that many years, but I’ve been travelling around the world on a lot of the major carriers and whenever I fly on Cathay I love to see the interaction between our staff and customers, either at the airport or on-board. There’s something genuine about it.”
